An IT service desk is a crucial part of an organization's IT operations, ensuring IT services meet business objectives and catalyzing digital transformation. It serves as the first point of contact between end users and IT service management, handling incidents, requests, and communication with users. Service desks ensure immediate error resolution and address reported issues.

 

Table of Contents

 

Chapter 1: Introduction to Service Desk

• Definition and role of a service desk

• Types of service desks (Local, Centralized, Virtual, Follow-the-Sun)

• Benefits of an IT service desk

• Difference between a service desk and a helpdesk

 

Chapter 2: Service Desk - Roles & Responsibilities

• First point of contact and ticket management

• Incident detection, registry, and troubleshooting

• Stack parameters

• Ticket documentation

 

Chapter 3: Work Ethics & Phone Etiquettes

• Guidelines for maintaining professionalism at the workplace

• Phone answering techniques and etiquette

• Handling irate customers and active listening strategies

 

Chapter 4: Technical Training

• Technical Training Topics

• Hardware Overview

• Basic hardware issues

 

Chapter 5: Basic Hardware issue troubleshooting

• My Computer Freezes or Is Behaving Strangely

• My Computer Doesn’t Power Up

• Nothing Appears on the Monitor

• Non-System Disk or Disk Error at Boot

• Keyboard/Mouse Does Not Work

• Windows Displays Blue Screen During Startup

• Windows Does Not Start Successfully or Repeatedly Displays a Blue Screen

• Speeding Up a Slow Computer

 

Chapter 6: BitLocker Overview & Troubleshooting

• Introduction to BitLocker encryption

• How Does BitLocker Drive Encryption Work?

• Web Browser Overview

• Web Browser Troubleshooting

•  Deleting Cookies, History, and Temporary Files

 

Chapter 7 – Common Computer Problems and Troubleshooting

• Computer Startup Issues

• Display Issues

• Operating System and Software Issues

• Performance Issues

• Overheating Issues

• Network Connectivity Issues

 

Chapter 8 – Basic Network Troubleshooting

• Understanding Networks

• Basic Network Troubleshooting

• Phishing Awareness

• Active Directory (AD) Overview

• Using Active Directory for User Management

• Best Practices for Active Directory Management